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Blesta Feedback Topic Idea Support Manager

Give Feedback after support ticket closes

Muhammad Hamza shared this idea 7 years ago

Planned

Hello,

It would be good if clients would be able to give a feedback about the support provided.

They can rate with stars and also write some comments in feedback.

I like this idea

Comments (8)

Lucas Gomez ● 7 years ago

Definitely a good idea to improve quality of response over time and be able to follow the quality of support provided by employees.

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Paul Phillips ● 7 years ago

How do you suggest they rate with stars and provide feedback? Should there be a link in their ticket email? Any details you can provide would be helpful.

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Muhammad Hamza ● 7 years ago

Yes, an email must be sent to them with a link, asking them to write a feedback. There can be rating from 0 to 5, and an optional feedback can be also given. Also, even when people use their client area and visit the ticket that is closed, normally the tickets are shown in a list, so you can add a button or something on the right side of it to rate the ticket.(That button can redirect to that place to rate and provide a feedback) This button would not show at that place after it is rated.

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Atypical6740 ● 5 years ago

Instead of a 5 star rating I recommend implementing a Like, Dislike system. It is a bit simpler and clearer.

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Paul Phillips ● 5 years ago

https://dev.blesta.com/browse/CORE-2965

Any additional thoughts/suggestions?

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Atypical6740 ● 5 years ago

All poor rates should create an instant notification in the system so that a manager gets to deal with it as soon as possible.

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Atypical6740 ● 5 years ago

I noticed that no comments were added at the given link. Do we have to create an account there and add the comments ourselves?

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Md.Mahmudul Hasan Tuhin ● 4 years ago

hxxps://support.zendesk.com/hc/en-us/articles/203662256-Using-CSAT-Professional-and-Enterprise-

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